Stepping-stones to success with speech analytics

In 2010 just a quarter of The Forum members were investigating the use of speech analytics. Today there is a clear appetite to adopt the tool but people are still very unsure of the basics. This articles asks industry experts the five most frequently asked questions.

Speech analytics has come a long way in the past four years. Back in 2010, when The Forum first conducted research on the topic, just a quarter of its members had started examining the technology’s potential. Fast-forward to 2014, and it’s a different story. Today, there are several compelling case studies illustrating the business benefits from a customer experience and efficiency standpoint – some of them Innovation Award winners.